DSL problems of the AT&T type

[Kimist]

This past weekend my internet service crashed.

Yesterday I talked with AT&T DSL rep, who forwarded me to another person, who forwarded me again. Eventually their "tests" showed I had a problem with the DSL service. Repair man would arrive on Thursday to check the external lines et al. A couple of hours later, I received a call saying on second check there is (apparently) no DSL problem...if they came out I could be looking at an "unnecessary" $90 service call.

The modem AT&T provided (requires??) is a Motorola 2210-02 which seems to have a "history" per Google searches. It also runs quite warm, which in my layman's opinion has got to be detrimental to the electronic components.

This morning I talked to a very friendly DSL service rep who took me through the steps to reprogram the modem. Everything seemed fine...for about two hours. The "DSL light" went out...I disconnected power to modem...rebooted, and everything is again operative.

I truly have better things to do than fight this continuing war. The internet folks are pointing fingers at the AT&T line services, and the AT&T folks are suggesting a modem issue. One of the two is likely correct...but I am stuck in the middle for now.

SUGGESTIONS?? It should be stated my DSL service has been quite satisfactory for several years, but I do not care to beat my head on the wall with AT&T much more. They said I would have to buy another modem from them for ~$40 to obtain "support" should a new modem become necessary. Oh yes - Time Warner is currently running some very nice specials for new RoadRunner customers...

Thanks in advance. (Hopefully I can check back in later )

k

[OZZIE4DUKE]

SUGGESTIONS?? It should be stated my DSL service has been quite satisfactory for several years, but I do not care to beat my head on the wall with AT&T much more. They said I would have to buy another modem from them for ~$40 to obtain "support" should a new modem become necessary. Oh yes - Time Warner is currently running some very nice specials for new RoadRunner customers...

Thanks in advance. (Hopefully I can check back in later )

k

Switch to TWC Roadrunner. It's light-years faster for downloads (10 to 20 mbps), although uploads will probably be slower (365 kbps or 490 kbps with their turbo boost speed). The special I saw advertised yesterday was $39.95 for a year or two. Last week it was $29.95/month. Ask them for the lower rate, or get the turbo boost for $39.95. They'll give you the modem for free, and install the cable for free, and service it for free when necessary. They replaced my original (5 or 6 year old) modem 2 years ago when it had some problems (for free, although I asked for them to do that but there was no objection).

You can use their speed test to see what you've got now (if it is working...) http://www.timewarnercable.com/East/...speedtest.html

[HaveFunExpectToWin]

In my humble opinion, I would do the service call and ask for a new modem. You don't own it, correct? It's still AT&T's equipment that they should be obligated to maintain.

Know that you may also be just getting bad customer service from the reps you've spoken to. If you get in touch with the right folks inside the company, I'm sure this could be taken care of.

I highly recommend getting on twitter, and tweeting @ATTCarolyn or @AT&TCustomerCare with your DSL problem (in 140 characters!)

These twitter escalation groups are surprisingly helpful and a great way to get around the traditional crappy customer service.

[JG Nothing]

This past weekend my internet service crashed.

Yesterday I talked with AT&T DSL rep, who forwarded me to another person, who forwarded me again. Eventually their "tests" showed I had a problem with the DSL service. Repair man would arrive on Thursday to check the external lines et al. A couple of hours later, I received a call saying on second check there is (apparently) no DSL problem...if they came out I could be looking at an "unnecessary" $90 service call.

The modem AT&T provided (requires??) is a Motorola 2210-02 which seems to have a "history" per Google searches. It also runs quite warm, which in my layman's opinion has got to be detrimental to the electronic components.

This morning I talked to a very friendly DSL service rep who took me through the steps to reprogram the modem. Everything seemed fine...for about two hours. The "DSL light" went out...I disconnected power to modem...rebooted, and everything is again operative.

I truly have better things to do than fight this continuing war. The internet folks are pointing fingers at the AT&T line services, and the AT&T folks are suggesting a modem issue. One of the two is likely correct...but I am stuck in the middle for now.

SUGGESTIONS?? It should be stated my DSL service has been quite satisfactory for several years, but I do not care to beat my head on the wall with AT&T much more. They said I would have to buy another modem from them for ~$40 to obtain "support" should a new modem become necessary. Oh yes - Time Warner is currently running some very nice specials for new RoadRunner customers...

Thanks in advance. (Hopefully I can check back in later )

k

Where do you live? I live in Indianapolis. My AT&T DSL service was intermittent for most of Saturday and completely out all of Sunday. It came back on Monday morning and worked fine ever since. I called the service line and did an online chat. They were completely worthless. I am positive the problem is outside my home.

[Kimist]

I live in Research Triangle area of NC.

Current speeds are 1590 kbps (download) and 252 kbps (upload). That seems to meet my needs at the present time. Is the extra speed unneeded "fluff" or what am I missing? (I'm able to watch videos, online TV broadcasts, sports events, and the like without any problems.)

So far as I know, the Motorola modem (model 2210-02-1006) is "mine" which means if it is dead I would be responsible for purchasing a replacement. Such can be done via AT&T for around $40, which is not the end of the world IF that is the problem.

The TWC RR remains an option, but I have an inherent dislike for TWC and their pricing structures ( = teaser rates ). Another issue is my cable enters my home downstairs on the back side of the house. My desktop computer is upstairs, on the opposite side of the house. I would be averse to having a cable visible from the street, plus a hole in the wall. Of course, Plan B might be to set up an in-house network from where my TV is, especially should I switch over to laptops entirely. (I'm sure my children would like that idea!)

The signal went out again this afternoon. My money is on the modem/charger, in spite of some sporadic (weather?) DSL line problems. The issue is definitively proving anything to be the cause, and the mere fact I do have need to some things other than spending a lot of time resolving this problem.

Thanks for the responses. Again, I'll try to check back in later tonight.

k

[OZZIE4DUKE]

I live in Research Triangle area of NC.

Current speeds are 1590 kbps (download) and 252 kbps (upload). That seems to meet my needs at the present time. Is the extra speed unneeded "fluff" or what am I missing? (I'm able to watch videos, online TV broadcasts, sports events, and the like without any problems.)

So far as I know, the Motorola modem (model 2210-02-1006) is "mine" which means if it is dead I would be responsible for purchasing a replacement. Such can be done via AT&T for around $40, which is not the end of the world IF that is the problem.

The TWC RR remains an option, but I have an inherent dislike for TWC and their pricing structures ( = teaser rates ). Another issue is my cable enters my home downstairs on the back side of the house. My desktop computer is upstairs, on the opposite side of the house. I would be averse to having a cable visible from the street, plus a hole in the wall. Of course, Plan B might be to set up an in-house network from where my TV is, especially should I switch over to laptops entirely. (I'm sure my children would like that idea!)

The signal went out again this afternoon. My money is on the modem/charger, in spite of some sporadic (weather?) DSL line problems. The issue is definitively proving anything to be the cause, and the mere fact I do have need to some things other than spending a lot of time resolving this problem.

Thanks for the responses. Again, I'll try to check back in later tonight.

k

TWC's "normal" speed, 7 Meg, will be considerably faster both up and down for you. Stuff (videos and audio files, pictures, etc.) will load faster, but not so much faster that it will thrill you.

They will "install" your cable modem where you want it. I'd go with a wireless router at the back where your TV is. Don't pay TWC to "install" one. Just get a nice 4 port with wireless G, G+ or N speed router and connect it to your computers, adding a wireless (USB) connector to your desktop. Get them at Sam's or Costco, or even WalMart or Tiger Direct/CompUSA. You can't go wrong with Cisco/Linksys, but most of them work fine. That shouldn't set you back more than $100 and saves all the wiring hassles. Be sure to use some sort of encryption (WPA, etc.), depending on how close your neighbors are When you first set up the router, you may need to connect a laptop using an ethernet cable to set up the security (of course, that could be outdated information.)

[2535Miles]

TWC's "normal" speed, 7 Meg, will be considerably faster both up and down for you. Stuff (videos and audio files, pictures, etc.) will load faster, but not so much faster that it will thrill you.

Assuming of course they actually enable the "normal" speed. I paid for the "faster than normal" speed with TWC and never exceeded 5 meg down and suffered with a paltry 56 kb/s upload. Pretty much impossible to get them to agree to the error they made in the "upgrade" and they subcontract their installation to third-parties which apparently absolves them any obligation to address poor installations.

My advice, get AT&T to replace the modem (if it's their modem) and tough it out until you uverse is available in your area.

[jimsumner]

Let me give you my A,T &T internet story. Might provide some perspective.

Until about a year ago we had Verizon for phone and TWC for internet and cable.

Then my wife got an iPhone. Goodbye Verizon. While setting up the account with A,T&T, they offered her a pretty good rate to bundle internet with phone. So, we did.

Wife loves iPhone. A, T &T? Not so much. Usual stuff, dropped calls, dead zones, so forth.

About a month ago we had a thunderstorm. Nothing special, run-of-the-mill, garden variety North Carolina spring thunderstorm. Didn't lose power, didn't lose cable. But we lost phone service to half the house and the modem was fried.

Called A,T, and T. They told us they'd be delighted to send a repair person out in a week. That's right, seven days. It turned out they missed that appoinment, after my wife planned her entire day around the service call; I was in Greensboro for the baseball tourny.

So, eight days later, we had our internet service restored. It gets worse. After determining that he had a new modem in his truck, the repair person informed us that he could replace the defective one--which we don't own, of course--for free but only if our initial call had been for internet loss. If that call had been for phone loss, then we would have to wait another week or so for a repair call, with a new modem.

I raised Holy Hades and got him to replace the defective modem.

I was also told that the long delay was not an aberation, not a failure in communications but rather par for the course. In order to save money, A,T &T had offered early retirement to many of their repair people and many had accepted the offer. Residential internet customers are at the bottom of the food chain and should expect lengthy delays if they need a visit.

I've had my problems with TWC before but eight days without internet in 2010 is way beyond anything they've thrown my way.

So, boo, hiss to A, T and T.

[dukeblue1206]

Here is my little AT&t story. We have had Road Runner Internet for about 3 years. We decided to switch to AT&t DSL 3 weeks ago and give it a try for a year. So we called and got a decent rate with a bundle with home phone and $200 visa gift card. So we took it and waited for the phone to be connected and for them to mail us the modem to hook up ourselves. I was not home when they came and hooked up the phone line but that all went well. So we wait for the modem to come in the mail. A week goes by and no modem. We decided to give it through the weekend and still no modem. So we call. Come to find out DSL service is "on hold" in our area until August. The sales person we talked to said nothing at all about this during our setup. So now we have to call and set up an uninstall or put the account on hold until the DSL becomes available. One would think that little bit of info would be told to us when setting up the install.

[OZZIE4DUKE]

Assuming of course they actually enable the "normal" speed. I paid for the "faster than normal" speed with TWC and never exceeded 5 meg down and suffered with a paltry 56 kb/s upload. Pretty much impossible to get them to agree to the error they made in the "upgrade" and they subcontract their installation to third-parties which apparently absolves them any obligation to address poor installations.

My advice, get AT&T to replace the modem (if it's their modem) and tough it out until you uverse is available in your area.

Huh? That's a phone call to tech support. They enable/disable features within minutes on both internet service and cable.

As to speed, when I use their speed meter, I get 10 to 20+ M downloads (13+Mbps just now). When I use someone else's http://www.2wire.com/bandwidth/meter.php?kbps=2957.9 speed meter I get from 800 kbps to 2.1 Mpbs on 4 measurements I just made. Don't know what the difference is in their measuring techniques, or how many different routers the 2wire test goes through, but I know from asking that TWC only cares about their measurements and not another companies.

[CLT Devil]

I had ATT for my land line/faxline (the old Bellsouth). I could go on about the problems I had with it going out, company wanting $100 just to look at the problem, awful customer support (and I mean awful) and general unreliability of their equipment.

I already had TWC for cable and internet, so I switched to their phone as well (have to have land line for my fax). The main difference is they will stand behind their equipment without you having pay more (in-house service plan) or them charging you to come repair THEIR equipment.

Whenever a cable box or modem goes out they come to replace for free, and you can actually talk the repair guy into giving you what he has in the truck.

Dump ATT. TWC has made a huge effort to improve their service. I wouldn't have said this just a couple of years ago but I firmly believe it now.

[2535Miles]

Huh? That's a phone call to tech support. They enable/disable features within minutes on both internet service and cable.

As to speed, when I use their speed meter, I get 10 to 20+ M downloads (13+Mbps just now). When I use someone else's http://www.2wire.com/bandwidth/meter.php?kbps=2957.9 speed meter I get from 800 kbps to 2.1 Mpbs on 4 measurements I just made. Don't know what the difference is in their measuring techniques, or how many different routers the 2wire test goes through, but I know from asking that TWC only cares about their measurements and not another companies.

In theory it's a phone call, in practice it was a nightmare that was the last straw that prompted our switch from TWC to AT&T Uverse.

Kelly had the basic internet service from TWC. When I moved in, we paid to upgrade to a bundle package that included phone, television and "faster" internet. Upon doing so, video conferencing ceased to work, my upload was cut in half and our download speed never reached it's full potential. On top of that, the phone service went out numerous times a week, without warning. The only way to get it back up was a phone call to tech support or to use their online tech support chat.

I spent over 30 hours on the phone with various support, sales specialists, and the like at TWC. All of them had the same comments regarding the service, that we could not upgrade to higher speed without paying more money. When I pointed out our current service plan was totally unique (the combination of phone, cable and lowest speed) and it did not match any of their current bundles, including the one that was on my monthly bill, thereby hopefully point out their error, they said the problem with internet speed was associated with MY hardware (aka computer).

Basically, we went from less than $50 a month for suitable internet only, to paying $150+ a month for a phone line that worked 80% of the time and internet that was now slower than the previous service. Not to mention that our pay-per-view service was spotty, sometimes unavailable, sometimes stopping in the middle of movie. They were glad to refund us the money, after spending about an hour on the phone each time it happened (once a month if I recall).

The service was a nightmare. The support for that service was even worse. And TWC's only solution was to pay more money per month to solve the speed issue.

Obviously, your experience with TWC is quite different, as has my experience been with AT&T. They have a better product, better pricing and their tech support team have been more than exceptional.

I'm glad we have a choice, unlike where I lived in San Diego, and I'm glad I made the choice to switch.

[2535Miles]

I had ATT for my land line/faxline (the old Bellsouth). I could go on about the problems I had with it going out, company wanting $100 just to look at the problem, awful customer support (and I mean awful) and general unreliability of their equipment.

I already had TWC for cable and internet, so I switched to their phone as well (have to have land line for my fax). The main difference is they will stand behind their equipment without you having pay more (in-house service plan) or them charging you to come repair THEIR equipment.

Whenever a cable box or modem goes out they come to replace for free, and you can actually talk the repair guy into giving you what he has in the truck.

Dump ATT. TWC has made a huge effort to improve their service. I wouldn't have said this just a couple of years ago but I firmly believe it now.

AT&T sent two techs to our house, after hours, to replace their modem that had failed. They also double-checked the rest of the connections in the house and on the property to ensure there were no other problems.

[Kimist]

"Reprogrammed" the modem per AT&T instructions...it worked for about 48 hours.

Now the DSL connection itself seems to be functional, but the modem may have problems. (This is where things started about a week ago! ) Other than the online service rep whose actions on Tuesday showed the DSL to be suspect, all other AT&T folks since then have said it appears OK.

A replacement modem has been ordered - they will not "support" non-AT&T equipment should future problems occur.

Connection is unpredictable. Generally speaking, once a connection is finally made it "stays there" but getting such in the first place can be very challenging.

Hopefully once the new modem arrives next week the problem will go away. Stay tuned!

k

[Kimist]

I finally received a new modem from AT&T and successfully navigated their install sequence. Cost me $20 for the modem and nearly as much for 2-day shipping.

Everything for now seems OK, with current download speed of 1596 kbps and upload speed of 250 kbps, which meets my needs. Interestingly enough, there is a sticker on the modem that says to leave it powered up (computer off is OK) for at least 10 days "to maximize connection speed." That's a new one to me!!

I still don't understand why the (new) modem runs so hot. That environment has to be detrimental to any electronic component.

FWIW: The old Motorola modem was model 2210-02-1006 and the new (improved?) one is model 2210-02-1022.

Guess now I can return to trying to fight the "free HD" games with Time-Warner Cable - if you define "free" as needing additional (digital) service and a rented converter and a rented remote. The local broadcast channels are available through cable without that equipment - I think the FCC has done a little arm-twisting there?

Thanks to everyone who took their time to assist/comment!!

k

[Jim3k]

I finally received a new modem from AT&T and successfully navigated their install sequence. Cost me $20 for the modem and nearly as much for 2-day shipping.

Everything for now seems OK, with current download speed of 1596 kbps and upload speed of 250 kbps, which meets my needs. Interestingly enough, there is a sticker on the modem that says to leave it powered up (computer off is OK) for at least 10 days "to maximize connection speed." That's a new one to me!!

I still don't understand why the (new) modem runs so hot. That environment has to be detrimental to any electronic component.

FWIW: The old Motorola modem was model 2210-02-1006 and the new (improved?) one is model 2210-02-1022.

Guess now I can return to trying to fight the "free HD" games with Time-Warner Cable - if you define "free" as needing additional (digital) service and a rented converter and a rented remote. The local broadcast channels are available through cable without that equipment - I think the FCC has done a little arm-twisting there?

Thanks to everyone who took their time to assist/comment!!

k

A few months ago my old sbc/yahoo modem went down, too. After fussing with them here in NoCal, they replaced it -- claiming warranty replacement. It was a good 5 years past any warranty, so I was happy.

The new one is a 2210-02-1022, just like yours, runs hot and still seems to do a very good job. I did have to reprogram it with the ATT help desk, but it wasn't much of a problem -- something called a bridge. (What's that about tekkies?)